Customer is the king! Well, you must have heard that line several times when working towards your company goals. There are diverse service offerings in the market. There is no single industry where one company has its monopoly. So how do you stay relevant in such a competitive landscape? How do you make a sale and ensure that you retain that customer for days to come? This may not come as a surprise to you but customer service is the real deal here.
Customer service need not be an overhead cost for the company. In fact, with the right tools and a customer-centric approach, you can turn it into a sustainable revenue generator. Acquiring clients is one of the most important parts of a business. But the true success lies in the way you devise correct methods to retain them. In-app customer service could lead you to that perfect pathway where you are in control of your customer success journey while building a more trustworthy relationship.
According to Hubspot’s research, around 93% of customers said they are more likely to make repeat purchases when they receive outstanding customer service. Remember that when a customer comes to you for a query, they are already in distress about a specific issue. Do not let that take an ugly turn by making the issue a company versus customer one. Reassurance and accountability for the issue at hand is the primary step toward customer satisfaction. But how can in-app customer service help in this case?
Understand the different issues faced by your customer before taking a step forward. When you have enough data ready from your end, automation technology will take care of the rest. Here are the things you should look into:
Apart from these target-specific issues, providing troubleshooting documents and FAQs within the app could be a great way to cater to your customer’s needs. Self-service options could enable the customers to take control of the situation and solve the issue without interacting with others.
Overall, providing in-app customer service will let you have control over your customer’s problem resolution journey. It, in turn, will build trust, drive engagement, and ensure customers keep coming back to you.
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